If you don’t promote your chatbot after launch, people will not use it and this could lead to the false assessment that the bot isn’t good enough. Here are 8 proven strategies to encourage widespread adoption of your chatbot.
When you have invested a lot of time and resources into the planning and implementation of your chatbot, you will want to get more people to use it. The exact purpose of the chatbot could be anything. An enterprise chatbot for marketing and customer service teams to automate conversations, a healthcare chatbot for hospitals to triage patients more effectively or a chatbot for clinicians to manage medical knowledge better. They all need a significant number of users to engage with in order to justify their value to the organization.
This is why it is important to promote your chatbot as it is being deployed to as many users as possible. We covered some of the common ways to promote chatbots, especially those deployed on the Facebook Messenger platform. Here are 8 more ways to augment your strategies for promotion.
It is not just the online channels where your chatbot can be promoted. Offline channels like counters, kiosks and printed posters on walls can make for great places to promote more users to engage with the chatbot.
Take the use case of a few chatbots we deployed for a hospital in Singapore. They were already using an online service for parents and caregivers to seek advice for common paediatric conditions in children. When we developed the live chat and chatbot solutions for this service, we also encouraged user adoption by promoting the bot on offline channels like posters. Patients and parents waiting in the emergency room could simply scan the poster for the QR code to start using the chatbot. The poster also included information on what the chatbot could help them with. For another use case, patients could also easy load WhatsApp to start communicating with the contact centre agent.
Aside from the common online channels like websites, social media pages and messaging apps, email can also be a powerful tool to promote usage of your chatbot. Email signatures, especially those of the customer-facing and contact centre staff are often overlooked as a source of redirecting recipients to the bot.
Add a link to the bot in the email signatures of your customer service staff so when they respond to queries or resolve tickets, customers and enquirers can easily discover the bot for future communications.
Businesses tend to send a lot of content to customers across different channels. Email newsletters, company announcements, festive greetings, promo offers and more. Most of these may be ignored by customers. But certain key documents like invoices, critical communications and other relevant documentations like post-purchase guides are important for customers to read through.
You can utilize your chatbot to send out these invoices and key documents electronically via channels such as Facebook Messenger, Line, Telegram or WhatsApp. The open rate for these case has been found to be close to 100 percent. If that is not possible, you may also be sending invoices via email or other methods. Regardless, such documents are great places to include a link (or a QR code if it is a physical invoice) to the chatbot with a call to action.
This helps you ensure that customers are made aware of your chatbot as a channel. An example is PayPal, where customers are sent transaction confirmation messages via Facebook Messenger seconds after each transaction. It also gives customers the convenience of making quick enquiries about the invoice or other matters, thereby providing a superior customer experience.
Another simple strategy to get more people to use the chatbot is to incentivize them with rewards. This could be in the form coupons, discounts or special offers. Set up a campaign to promote these incentives on your website and social media channels. Encourage the users to talk to the bot and register for coupons and let them know that they can use these when they purchase other products or services from your business.
The skincare brand Shiseido is one example of a company which does this. They gave out coupons via the Facebook Messenger channel, and managed to achieve high online to offline conversions to their physical counters.
You might have come across a final concluding message when speaking to call centre agents. They use the final seconds of the call to thank you for calling, ask you if there is anything else they can help you with and sometimes request you for a user satisfaction score. This part of the call script is called a "wrapper".
This wrapper is another good place to include a mention of the chatbot. Let the customer know where they can find the chatbot and how they can use it for their convenience. If a user satisfaction survey is sent to them via a message or a web page form, add a link to the chatbot so they can test it out or bookmark immediately. They can also complete the user satisfaction survey via the chatbot.
Exclusivity can be another strategy to adopt to promote your chatbot. This works by reserving important services in the chatbot channel. In a healthcare context for example, you could continue to provide medical tips, FAQ responses and hospital info and directions via the normal channels. But if a potential patient is interested in booking an appointment with a doctor online, direct them to do so via the chatbot, or reserve some slots available only through the chatbot.
In trying to promote external users to adopt your chatbot, you shouldn't forget your own people. Getting more users within your organization to use the chatbot more can go a long way in amplifying the utility of the chatbot, not to mention collecting feedback for ongoing improvements.
Talk to your management to find out avenues where you can plug your new chatbot across the company. This could be through internal road shows, explainer videos, company town halls and demonstrations.
Vendors of chatbots and conversational AI platforms are often willing to conduct “use case discovery” workshops. This can be a good opportunity to bring in key stakeholders within your organization to educate them on how chatbots can help in their day to day tasks.
This could be part of an initial engagement with a vendor who can go on to develop and implement the chatbot in your organization. Or it could be following an initial test pilot deployment when you arrange a mini-workshop with the vendor and other members of your team in an annual learning session.
To see how KeyReply can guide you in your chatbot implementation and promotion, request a free demo today.